This topic has been covered before however this week on the adm’s side bore fruit to a prime example on how ADM,s can lack reason. Some back ground: A client flew to Dar es salaam in business class. Now while he was there he needed to change the return portion of his trip, there was no availability in business class however there was a seat in economy class. So we down graded the ticket to get the guy home. Well needless to say that we received an ADM, here are relies verbatim from AuditExtra:
On further investigation, we find that as per penalty rule for farebasis CRTP states that changes permitted rebooking permitted subject to the applicable booking class being available. If the booking class is not available upgraded to the next higher available fare and charge the upgrade fee only. As the same was not adhered to, ADM was issued.
Ok here is more elaboration from ourside:
Thanks for your reply but can you please please explain to me were could we have upgraded to as the flight don’t have a first class compartment and C is the highest booking class for this sector. So if the business class was fully booked there is nothing higher to upgrade to.
WED 15JUL09 DAR ES SALAA/JOHANNESBURG *SA
1 DAR JNB 0725 1010 SA 189 C2 J2 Z1 DC Y6 B6 M6 K6 H6 S6#738B E – (This is just an example to proof booking class hierarchy on SAA and not true availability of flights concerned)
So back to square one SAA got full business class revenue for carrying the passenger in economy class.
This ADM was received in June 2009. Audit Extra take on average – 6 weeks to reply to a dispute so this has been back and forth since then. Is it just me or does their reasoning actual lack sense what so ever? It seems that they are “robots” and have lost reasoning and the human touch, in addition they have forgotten to *put their client first* – effectively in the above they are saying the client could not travel on that date! Come on lets get serious!
